Operations - Customer Care Specialist I

Description

Position Overview: The Customer Care Specialist position will assist with the daily duties leading to providing World Class Service to all J&J’s customers. They will answer and handle daily phone calls from internal and external customers; they will monitor the personal and commercial lines general voicemail boxes and return calls or forward calls to the appropriate teammates by the end of each workday. They will also manage the processing@jjins.com email (this is an internal email) by responding to any emails within 1 business day. Job Responsibilities: Handle incoming telephone calls and emails in a timely fashion with a friendly, respectful and welcoming demeanor Provide requested documents and/or information requested by our customers, such as, but not limited too; Payment status Refund status Requests for copies of policy documents Status of change request, cancellation request, etc Enter File Notes to document conversations and information provided during phone call conversations with the customer Import emails received and/or sent to customers to document information provided during email correspondence with the customer Contributes to team effort and/or other by accomplishing various tasks as they are assigned Effective communication with owners, department managers, staff and teammates Annual 16 hour continuing education encouraged

Requirements

Education and Work Experience: High School Diploma or equivalent Minimum of six months to three years clerical and/or customer service experience within a call center environment preferred but not required Knowledge Skills & Abilities: Ability to type 30-50 WPM Ability to answer phones, including conference calls and/or possible multiple lines and transferring calls with moderate to strong customer service skills Ability to communicate with very clear verbal and/or written communication skills Ability to type accurately, organize and present information in a neat and effective manner Ability to manage multiple tasks, while keeping focused on the details Ability to exercise good judgment and pay attention to detail Ability to handle difficult customers with confidence Ability to grasp new tasks/software/equipment quickly, efficiently and accurately Positive and welcoming attitude Willingness to learn and ability to take initiative by self-motivation Team player with a proactive approach to problem solving Knowledge and experience with Microsoft Office Suite (word, excel, PowerPoint, outlook) Typical Physical Demands: Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching May require lifting-up to 25 pounds Requires normal range of vision and hearing with or without accommodations Career Path from level I to III: Determined by; confidence level and comprehension within Knowledge Skills and Abilities and Job Responsibilities, self-motivation, completed education requirements, contributions to the team and/or tenure within the role. NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.